SaaS Support Specialist: Customer Advocate & Product Guide

Watershed; Ciudad de México; On-site; MXN 300,000 - 480,000; Full time

Job summary

Watershed in Mexico City is seeking an organized, customer-obsessed Support Team member to help customers get the most from our sustainability platform. You will respond to questions, reproduce issues, and resolve problems while advocating for customer needs and feeding product feedback to improve features.

This role requires 1–2 years in a B2B/SaaS support setting, strong empathy and communication, and familiarity with Notion and Linear.

Qualifications

• 1–2 years in a B2B/SaaS customer support environment.
• Strong customer empathy and communication skills.
• Experience with support ticketing software, Notion, and Linear.
• Ability to explain complex topics to technical and non-technical audiences.

Responsibilities

• Respond to, research, reproduce, and resolve customer questions about Watershed platform.
• Exceed customer expectations on response quality and timeliness.
• Help refine support workflows and playbooks with the growing team.
• Educate customers on platform usage and advocate for customer needs.
• Collaborate with Engineering, Product, Sales, and Customer Success to drive outcomes.
• Explain carbon accounting and emissions measurement basics to customers.

Skills

Customer empathy

Excellent communication

Time management

Multi-tasking

Tools

Notion

Linear

Job description

Watershed in Mexico City is seeking an organized, customer-obsessed Support Team member to help customers get the most from our sustainability platform. You will respond to questions, reproduce issues, and resolve problems while advocating for customer needs and feeding product feedback to improve features.

This role requires 1–2 years in a B2B/SaaS support setting, strong empathy and communication, and familiarity with Notion and Linear.